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Replies posted by niveditalakraa

23 Replies

brian.mann
Apprentice
brian.mannApprentice
asked in Automations and Workflows

Subject Field Length?

Hello Brian, Welcome to our community. As of now, Subject lines, Single line text fields, and Drop downs have a character limit is 255 which is applicable for tickets, contacts, and companies. For any further queries feel free to drop a note here and we would be happy to help!Cheers. 

1
niveditalakraa
Community Debut
2 years ago
simonjh88
Top Contributor
simonjh88Top Contributor
asked in Ticketing & Agent Productivity

When merging a ticket, that belongs to company A, why does Freshdesk allow the ticket to merged with Company B?

Welcome to Freshdworks community   Currently, you will be able to merge tickets with one another unless you are using Advanced Ticket on either of the tickets. This provides a wider scope to the agents working on tickets. However, I do understand the point you are marking. We currently have moved the Ideas as a separate category in our Community. Access the Ideas forum and navigate to the section you want to submit an idea and suggest developments and also dive deep into the intellections of our Freshdesk community. Cheers!

1
niveditalakraa
Community Debut
2 years ago
gbtoast
Apprentice
gbtoastApprentice
asked in API and Webhooks

Source Choices on Ticket Creation

Welcome to Freshworks Community :) When you create a new ticket or outbound email on behalf of the customer, the source will be “Phone” by default. When you try creating a new ticket, the system interprets the source of that ticket as being a phone - since the only circumstance under which we imagine you would want an agent to create a ticket would be if you received a phone call - since all other mediums are covered in ticket creation. This cannot be changed to maintain the integrity of the system. Currently, this is hardcoded in the system. Don’t hesitate to leave a note if you have a doubt!

12
J
Community Debut
1 month ago
R
Apprentice
ralfApprentice
asked in Automations and Workflows

Can I force an agent to prioritize older tickets?

Hi Ralf,Welcome to Freshworks community!I understand you would like to prioritize the tickets in such a way that agent resolved the older tickets first. One such way can be to make the agent work out of a custom view. On the ticket list view, you can set the filters to list out older tickets Going ahead, the sort by dropdown can be set to Ascending against Created Date to list older tickets first. Another option, as Zachary suggested could be using Automations to directly assign them tickets based on Time Triggers, this would limit you to tickets created within last 30 days.Hope this helps,Cheers!

3
niveditalakraa
Community Debut
2 years ago
G
Top Contributor
gkperiklesTop Contributor
asked in Portals, Emails & Other Channels

Freshdesk emails not been delivered to some clients

Hi!Welcome to Freshworks Community! A large number of factors influence the successful delivery of emails. These can be due to issues such as an incorrect domain, an invalid email address, or problems with server connectivity. You mentioned one of the emails landed in customer’s spam folder. As a precaution, I recommend you to enable DKIM in your account. DKIM generates a signature, which is attached to the message while in transit, to verify the authenticity of the message source.  Hence no one can send emails impersonating your organisation and support emails sent by Freshdesk on your behalf will not get marked as spam.You can refer the following solution article for the steps: https://support.freshdesk.com/en/support/solutions/articles/228151-how-do-i-enable-dkim-for-my-email-domain-Feel free to drop a note if you face any challenges!

5
niveditalakraa
Community Debut
2 years ago
Aishwary
Apprentice
AishwaryApprentice
posted in Portals, Emails & Other Channels

Emails landing to the SPAM folder in our mailbox not getting converted as tickets in Freshdesk

   

2
niveditalakraa
Community Debut
2 years ago
GauravAnvekar
Apprentice
GauravAnvekarApprentice
asked in Ticketing & Agent Productivity

FD Sync to Excel

Hi Gaurav!Welcome to Freshworks Community. Ticket Data can only be stored, exported and then viewed inside an Excel Format. Syncing Freshdesk with Excel is currently not possible through an integration. However, you can use Zapier to connect Microsoft Excel + Freshdesk. Using Zapier, When an event happens in one app, it can tell another app to perform (or do) a particular action. Hope this suggestion helps :) Feel to drop a note about your findings!Team Freshworks Community

1
niveditalakraa
Community Debut
2 years ago
JoLoZs
Apprentice
JoLoZsApprentice
asked in Portals, Emails & Other Channels

"You have been restricted from creating a ticket." error in Form and Portal

Hi!Welcome to Freshworks Community :)I understand you are facing an issue with submission and navigating on your portal. This often happens as the spam score for your account gets increased in the backend due to mass activity. However, this should be resolved now as I have cleared this for you from the backend.Feel free to leave a note if you still face any challenges, Cheers!

4
aravind.sundararajan
Skilled Expert
1 year ago
SilJul
Apprentice
SilJulApprentice
asked in Apps and Marketplace Integrations

Clickable mail address

Hi there,Welcome to Freshworks community :)Currently, you will not be able to open the New Ticket page with the contact loaded as we do not have such an integration available which syncs the contacts in your tool with a hyperlink that redirects to Freshdesk. However, I do understand the point you are marking.We currently have moved the Ideas as a separate category in our Community. Access the Ideas forum and navigate to the section you want to submit an idea and suggest developments and also dive deep into the intellections of our Freshdesk community. Cheers!

1
niveditalakraa
Community Debut
2 years ago
Sarath
Apprentice
SarathApprentice
asked in Ticketing & Agent Productivity

Child Ticket Creation modal In Freshdesk

Hi Sarath, Greetings from Freshdesk Community :) In case, you are on a plan that support parent child ticketing, you will be able to enable it by heading to Admin > Support Operations > Advanced Ticketing and enabling the toggle for Parent-Child Ticketing. Once parent child ticketing is enabled in your account, you can trigger the form by clicking on the parent child tab from the right side panel.  ​ If you wish to automate the creation of a child ticket based on certain ticket properties, it can be done by trigger a webhook. Here is a solution article with a detailed note:  https://support.freshdesk.com/en/support/solutions/articles/50000002311-create-a-new-child-ticket-automatically-using-a-webhook Hope this helps! Feel free to let us know if you would like more clarifications on the same.

1
niveditalakraa
Community Debut
2 years ago
RFHfL
Apprentice
RFHfLApprentice
asked in API and Webhooks

Set Status as Open on Specific Date/Time

Hi Guys,Welcome to Freshworks Community.I understand your requirement. Best way to do this would be to trigger a time trigger automation under Admin>Automations>Time triggers. Here you can define a condition when a ticket has been in ANY status for a certain period of time(this is defined in hours as time triggers run every hour inside Freshdesk) to perform action: change status to another status. Using this, you can also trigger a notification to the agent to remind them of the same. Let me show you with an example: Let me know if this helps you :)Cheers!

4
A
Contributor
2 months ago
J
Apprentice
justinklaassenApprentice
asked in Ticketing & Agent Productivity

Last Modified Date on Ticket Dashboard

Hi @justinklaassen  Thanks for reaching out to Freshdesk Community. I am glad to assist you today. The customized table view allows agents to add or customize the fields they see in the Table View of their tickets page.By adding custom fields, agents can look look up the data they need immediately, without having to view the ticket properties of each individual ticket. The customised table view can help you have prioritise the fields on a table and resolve tickets faster. However, the option to add the last modified would need to fetch data from the backend of the UI, which needs to be hardcoded in the system. I understand your point though and it seems like a great idea. We currently have moved the Ideas as a separate category in our Community. Access the Ideas forum and navigate to the section you want to submit an idea and suggest developments and also dive deep into the intellections of our Freshdesk community.) Have a great day!

3
V
Community Debut
10 months ago
RFHfL
Apprentice
RFHfLApprentice
asked in API and Webhooks

Set Status as Open on Specific Date/Time

Hi team, Welcome to Freshworks Community. I understand your requirement. The best way to do this would be to trigger a time trigger automation under Admin>Automations>Time triggers. Here you can define a condition when a ticket has been in ANY status for a certain period of time(this is defined in hours as time triggers run every hour inside Freshdesk) to perform action: change status to another status.  Using this, you can also trigger a notification to the agent to remind them of the same. Let me show you an example:  Let me know if this helps you :) Cheers! 

4
A
Contributor
2 months ago
ZamKaveli
Apprentice
ZamKaveliApprentice
asked in Ticketing & Agent Productivity

Opening new tickets to tabs in freshdesk and where to remove "source" from tickets

Hi Zam,Welcome to Freshworks Community :)Unfortunately, you cannot open tickets in tabs. Our UI does not allow users to do that at the moment. When you create a new ticket by clicking on +New Ticket, the UI will interpret that the customer had reached out to you via other sources, which in this case can only be “phone”. You cannot modify the source of a ticket as it would affect the integrity of the data.+ New Ticket option can be used by the agents to create a new ticket on behalf of the requester, ideally after a phone call. . Also, on this page, you will be able to add a new contact. The 'Create another' option will open another new ticket page with the same properties as the previous ticket you just raised, whereas, + New Email option can be used by agents to send outbound emails to customers from Freshdesk, for any intimation. This email will also be converted into a ticket. Here, you will not have an option to add a contact like the one available in the new ticket page. The 'Send

3
niveditalakraa
Community Debut
2 years ago
Rino
Apprentice
RinoApprentice
asked in Portals, Emails & Other Channels

Page customization will sync sandbox to production?

Hi Rino,Welcome to Freshworks Community :)When syncing Sandbox with Freshdesk, the customization would not be carried over and you will need to copy the codes from your sandbox to your Freshdesk instance under Portal Customization.Let us know if you have more doubts by dropping a note!Cheers 

1
niveditalakraa
Community Debut
2 years ago
davidM265
Top Contributor
davidM265Top Contributor
asked in Ticketing & Agent Productivity

Is it possible to consolidate one customers tickets into one ticket?

Hi @davidM265 Welcome to Freshworks Community :) Sometimes when you have multiple tickets from the same customer, you might want to consolidate into one single ticket. This can be achieved using the “Merge” option inside Freshdesk. Once you merge the two tickets, you can merge the other tickets with that as well. It is recommended it keep the primary ticket as the older one to make sure all conversations are added in a chronological order. I urge you to check this detailed note on merging:  https://support.freshdesk.com/en/support/solutions/articles/80180-merging-two-or-more-tickets-together  Feel free to drop a note in case you need more clarifications, Cheers!

1
niveditalakraa
Community Debut
2 years ago
evlo96
Skilled Expert
evlo96Skilled Expert
asked in Knowledge Base

A way to define an articles "Related articles"

Welcome to Freshworks Community :) I understand you wish to have control over the related articles that are displayed to the customer on your frontend portal(within the knowledge base). Though it is not possible to completely control this feature. Here’s what you can do - You could enable auto-suggestion of solution articles under Admin--> Channels --> Portals--> Settings and turn on the option to "Auto-Suggest Solutions while creating a new Ticket". Once this is done, the solution articles that are visible to the customers would be auto-suggested based on the Subject or Description entered by the customer while creating the ticket.Besides that, you can use the interlinking articles capability to directly search for articles that can be linked to the content you are working on, without leaving the knowledge base text editor. To make use of this, highlight the portion of the content you would like to hyperlink and click on icon on the text editor. In the window that pops up, c

2
D
Community Debut
1 year ago
PaulM
Apprentice
PaulMApprentice
asked in Ticketing & Agent Productivity

Support. Email. Ticket Response copies mailbox

Hi Paul, Greetings from Freshworks Community! :) I understand you are facing issues with CCs automatically being added while clicking on reply for a new ticket, this usually occurs when there is an alias to your main support address. This is stated as product behaviour since Freshdesk detects this to be associated with all the id's linked to your common support email.  The best way to avoid this would be to add the other address(Aliases) into Freshdesk as well (but not set up any forwarding), and only set the Global Support Address as your current support address, or use the given app to define yours from address https://www.freshworks.com/apps/freshdesk/customize_from_email_address/ .This will avoid your other addresses being added in cc every time a ticket is raised. C Drop a note if you face any challenges :)Cheers

1
niveditalakraa
Community Debut
2 years ago
Judum
Apprentice
JudumApprentice
asked in Portals, Emails & Other Channels

How to have an hyperlink under a catérogy?

Hello Judum, Welcome to Freshworks Community :) Portal Customization can be extensively used to achieve such use cases. However, you will have to loop in your web development team to trill down the codes within Freshdesk and make the changes( See:https://support.freshdesk.com/en/support/solutions/articles/65026-complete-layout-customization). You can customize the portal within Admin>Portal>Customize Portal to add a hyperlink for the exact button for which you want to link it. In case, the button from the solution articles is a hassle, you can customize the portal to simply have a button which redirects you to another website :)  Hope this helps, feel free to drop a note to discuss this further. Cheers!

1
niveditalakraa
Community Debut
2 years ago
tmullanix
Apprentice
tmullanixApprentice
asked in Knowledge Base

Strange line spacing in Articles

Hi, Welcome to Freshworks Community :)  This is a common issue. The problem usually occurs when there is a lot of <p> tags which has cause the line breaks. This could happen when you are trying to copy-paste the content from some other editor. Kindly navigate to the content and choose the text where this is set up and then copy-paste the content to docs/notepad. Then place the cursor in the article content box, press ctrl+A, and then hit backspace which would clear all spaces. Can we format it? This should help, however, feel free to drop a note if you face any challenges :) 

1
niveditalakraa
Community Debut
2 years ago
J
Apprentice
john.cherianApprentice
asked in Portals, Emails & Other Channels

Email with Different Subject and content getting threaded to older ticket - need a fix

Hey @john.cherian , Welcome to Freshworks Community. Apologies for getting back late on this. If the reply is from the requester of the ticket or anyone part of the ticket conversation thread(in cc to the ticket conversation), Freshdesk will check for the Message-ID and append the reply to the original ticket accordingly. This is a primary check and only then another check follows. The logic is, in most cases, the message can append to a wrong ticket or agent.If the replies are coming in from a person new to the thread or an entirely new email, the system will look to append the reply based on the Ticket ID in the subject line, which would have to be of the format [#{{ticket.id}}](for ex., [#12345], where the ticket id is 12345).However, I do understand the point you make,  we currently have moved the Ideas as a separate category in our Community. Access the Ideas forum and navigate to the section you want to submit an idea and suggest developments and also dive deep into the intellect

1
niveditalakraa
Community Debut
2 years ago
vinothkumar.manoharan
Skilled Expert
vinothkumar.manoharanSkilled Expert
asked in Portals, Emails & Other Channels

Need to send Reminder to Forwarded Email ID

Hi Vinoth, Welcome to Freshworks Community :) You mentioned the mail is forwarded to the same customer, instead of replying. In case, the agent simply replies - plenty of email notifications under Admin>Email Notifications>Requester Notifications can be added to remind the customer. However, for an address to which you forward the ticket, it is not possible to set this up and forwarded addresses are viewed as third parties added to the tickets. This is also why replies from a forwarded email come in as a private note on the ticket. In case you wish to take this idea further, we currently have moved the Ideas as a separate category in our Community. Access the Ideas forum and navigate to the section you want to submit an idea and suggest developments and also dive deep into the intellections of our Freshdesk community. Hope this helps,Cheers! 

1
niveditalakraa
Community Debut
2 years ago
M
Apprentice
mtillsApprentice
posted in Ticketing & Agent Productivity

Ticket associated with company as a whole - Internal How?

​Hi @mtills , Welcome to Freshworks Community :)  Thanks for the great detail. I do agree, this could be one of the features, but as of now, we are tying tickets to email addresses(contacts) so that all the tickets can be individually paid attention to. The logic used is to be able to provide a customized experience for every ticket till its resolution. However, there are a few workarounds that might help you achieve a part of your use case. You can always tie multiple contacts to a single company and view the tickets from the company as a whole under the companies tab(Their company profile)   ​You can send emails in bulk from the list view but also, to send multiple emails at once, without affecting SLA, you can use proactive outreach. The emails will be sent in bulk as a campaign email which does not receive a response(no reply address sends it). You can read more about proactive outreach here:https://support.freshdesk.com/en/support/solutions/articles/239926-proactive-support-email-

3
N
Apprentice
1 year ago

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